Real-Time Analyst

Open Access BPO; Davao City; On-site; PHP 279,000 - 469,000; Full time

Job summary

Open Access BPO is seeking a Real-Time Analyst to support our Workforce Management team in a dynamic BPO environment. The role focuses on real‑time staffing, performance monitoring, and reporting to drive efficiency and adherence.

The candidate will develop dashboards, analyze metrics, and communicate insights to clients and internal stakeholders. On-site with a flexible schedule in the Philippines market.

Qualifications

• Undergraduate degree or equivalent work experience.
• At least 1 year of work experience as a Real-Time Analyst in a BPO setting.
• Strong knowledge of workforce management fundamentals.
• Experience developing dashboards, visualizations, and understandable reports.
• Deep understanding of applicable performance metrics and data.
• Proficient with MS Office and Google Sheets; Access and Excel dashboarding experience.
• Excellent analytical, communication, collaboration, and time management skills.

Responsibilities

• Monitor staffing to ensure service goals are met by coordinating real-time adjustments.
• Monitor, track, and report attendance, schedule adherence and offline activities.
• Develop strategies to enhance program efficiencies, adherence, and productivity.
• Correspond with clients regarding real-time performance and status.
• Coordinate with stakeholders when deciding on real-time action plans.
• Implement workforce management policies and procedures.
• Update and record operation's production data.
• Develop and submit daily and ad hoc reports.
• Represent Workforce Management in client conferences.
• Perform other tasks as required by the program and the company.

Skills

Workforce management

Real-Time Analysis

Dashboards & reports

Data analysis

MS Excel / Google Sheets

Communication skills

Time management

Education

Undergraduate degree or equivalent

Tools

MS Word

MS PowerPoint

MS Excel

Google Sheets

MS Access

Job description

• At least an undergraduate degree or equivalent work experience
• With at least 1 year of work experience as a Real-Time Analyst in a BPO setting
• Solid knowledge in Workforce management fundamentals
• With experience developing dashboards, visualizations, and understandable reports
• Deep understanding of applicable performance metrics and data
• Excellent technical proficiency and experience:
• Highly proficient in MS Excel, MS Word, MS PowerPoint, and Google Sheets
• Must have intermediate to advance Access and Excel dashboarding experience
• Good analytical skills with experience collecting, organizing, analyzing, and disseminating data
• Excellent communication, collaboration, time/project management, problem solving,
• organizational, and analytical skills
• Willing to work on-site on a flexible schedule

Responsibilities

Real-Time Analysts are part of the Workforce Management team and are responsible for

• Ensuring service goals are met by monitoring, coordinating, and adjusting staffing
• Monitoring, tracking, and reporting employee attendance, schedule adherence and offline activities
• Developing and implementing strategies to enhance program efficiencies, adherence, and productivity
• Corresponding with clients regarding real-time performance and status
• Coordinating with key stakeholders when deciding on real-time action plans
• Implementing workforce management policies and procedures
• Updating and recording operation's production data
• Developing and submitting daily and adhoc reports
• Representing Workforce Management in any WFM-related client conferences
• Performing other tasks as required by the program and the company